Voice of Customer Manager (12-18 Month FTC)

Join Clio, a leading SaaS company, as a Voice of Customer Manager. In this role, you will be a key partner in improving the customer experience and driving business success. You will develop and oversee VoC initiatives, utilize customer data and analytics, collaborate with cross-functional teams, and maintain a robust customer feedback loop. This is a 12-18 month fixed term contract based in Toronto, Vancouver, or Calgary.

• Développer et superviser un portefeuille d'initiatives VoC, en évaluant continuellement leur efficacité et en lançant de nouveaux programmes.
• Identifier et mettre en œuvre des flux de travail pilotés par l'IA qui élargissent la manière dont nous capturons, comprenons et agissons sur les retours des clients.
• Utiliser les données et les analyses des clients pour identifier les tendances, les points de douleur et les opportunités d'amélioration dans le parcours client.
• You are eager to roll up your sleeves to become an expert in our system, build new processes, and create trust with stakeholders by quickly proving value
• You are biased toward action and known for your ability to act with precision and integrity
• You are an expert in running voice of customer (VoC) programs, and you are eager to grow and enhance these programs
• You love bringing grounded strategies to life and are energized by execution
• You have a passion for understanding customer motivations, behaviors, and needs, and you excel at gathering and leveraging customer feedback to drive meaningful change
• Your goal is to ensure customers' feedback is consistently and effectively captured, analyzed, and utilized to improve the customer experience
• You will work with cross-functional teams to drive customer retention, satisfaction, and overall success through strategic insights and actionable recommendations
• As the Voice of Customer Program Manager, you will be responsible for managing and enhancing VoC programs that gather, analyze, and act on customer feedback
• You are excited by the opportunity and challenges that come with owning a function in a high-growth company
• You value growth and learning and are known for your ability to modify behavior and attitudes with scaled solutions
• You will bring your sense of drive and collaboration to help align priorities across different internal stakeholder groups while keeping our customers' voices at the forefront
• You are an experienced VoC professional with a proven track record of managing VoC functions within the business
• You are a self-motivated problem-solver who’s driven to uncover data and knows how to effectively source it, validate it, and apply it to improve the customer experience
• You’re organized, yet flexible. You’re methodical in your approach to structuring work and prioritising as new opportunities arise
• You’re experienced. You have 5+ years of experience in Senior IC or Leadership roles within CX, Voice of Customer, or Customer Success, preferably dealing with high volume SMB clients with a focus in customer and customer voice
• You’re a strategic yet tactical thinker. You have the ability to take ideas, ground them in strategy, balance them against company-wide implications, and design effective strategies
• You’re a self-starter. You’re naturally curious, resourceful, and motivated to make things happen
• You are an expert collaborator. You love working across teams to help align priorities, and drive buy in for the vision of scaled customer programs
• You have a bias toward action. You’re energized by making things happen while acting with integrity
• You’re intellectually curious. You have a habit of uncovering opportunities, investigating the drivers, and predicting outcomes
• You’re a confident storyteller. You’re comfortable presenting to executive-level audiences, translating complex data into clear, compelling narratives that can drive business decisions
• You have a data-first approach. You’re an expert at using Customer Success and VoC software, keen to dig into data to understand the full picture, and confident in partnering with Data Insights experts to derive insights to inform your recommendations and substantiate your approaches
• You are AI proficient. You're not just comfortable with AI tools, you've used them to build new workflows, efficiencies, and outputs
• A strong grasp of AI and familiarity with AI tools
• Experience with VoC platforms with an emphasis on Qualtrics